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The ideal candidate will deliver high-quality first-line support to our employees, ensuring fast resolution, excellent communication and a strong user experience.\nRole\nProvide first-line technical support to internal users via phone, email, chat, or ticketing system\nLog, classify, prioritize and follow up incidents and service requests in ServiceNow\nTroubleshoot issues related to:\n-Windows and macOS devices\n-Microsoft 365 applications (Teams, Outlook, OneDrive, etc.)\n-Hardware (laptops, printers, peripherals)\n-Network connectivity and basic VPN issues\nEscalate unresolved cases to Level 2/3 support teams following ITIL best practices\nEnsure high-quality communication and a positive user experience throughout the support process\nContribute to knowledge base documentation and continuous improvement of support procedures\nSupport onboarding/offboarding activities (device preparation, account setup, etc.)\nProfile\nFrench C2 (near-native) - mandatory\nEnglish B2 - 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